FAQ

WHY CREATE A TSOQ/SUMWEAR ACCOUNT?

Enjoy a faster checkout process

Save multiple shipping addresses

Access your order history

Track your new orders

Save items to your wish list

HOW DOES THE SIZING WORK?

Since we carry many different brands, our sizing fluctuates slightly between brands, but all styles generally fit fairly small. Wifee and Hubby in photos are generally wearing a medium. If you are ordering anything that has a tailored fit, please order a size up.

General guideline:

Sizing

S

M

L

Bust (Inches)

32, 34

36

38

Waist (Inches)

24, 25

26, 27

28, 29

Hip (Inches)

28, 30

32, 34

36, 38

HOW DO I PLACE AN ORDER?

When you see an item you like, click on "Add to Cart" and continue shopping until you are ready to complete your purchase. Then, click on “My Cart”, located at the top left section of the screen or “Check Out”, located at the bottom right section of the screen and confirm your items. After you have made any changes and updated the quantities as desired, then select your check out method by logging into your account / sign up as new customer / express check out. Fill in all the required fields and complete your order.

Please review your order carefully before placing it. Once your order is submitted, we are unable to modify or cancel it.

After you click “submit order” an email confirmation will be sent to you.

WHAT TYPES OF PAYMENT ARE ACCEPTED?

We accept: Visa, Mastercard, American Express and Paypal. We do not accept personal checks, money orders or direct bank transfers. Please note, your account will not be charged until your order actually ships.

HOW DOES PRICING / CURRENCY WORK?

All prices are displayed in Canadian Dollars. Your credit card company will calculate the exchange rate automatically. To get an estimate of approximately what the exchange rate currently is, click HERE for online currency calculator.

WHERE DOES TSOQ SHIP TO? AND HOW MUCH IS SHIPPING?

We ship with Purolator standard ground shipping for all national orders in Canada. Shipping is FREE for all national purchases over $100 (before tax), any orders under will be charged a flat rate of $15 for shipping.

Express shipping within Canada is $30.

Shipping to United States standard flat rate is $30.

Express shipping within the United States is $60.

International shipping standard flat rate is $100.

If you would like your package to be overnight, there will be additional charges on top of the express flat rate.

We are able to ship any where in the world. Shipping rates for international orders will differ from national orders, please email us at orders@thestoreonqueen.com to inquire.

WHEN WILL MY ORDER SHIP?

Most national orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise and destination. Orders shipped within two days of purchase should arrive to you within 10 business days. Orders are not shipped on the weekends or holidays and will be processed on the next business day. Please note that your signature is required at the time of delivery.

Express shipping packages will arrive next day (end of day) and is only available for orders placed on Monday - Thursday before 12pm (noon). Express orders are not shipped on the weekends or holidays and will be processed on the next business day. Please note that your signature is required at the time of delivery.

Delivery times are estimates only and can vary depending on your location and distance from our warehouse. These do not include delays caused by shipping couriers, busy sale periods, credit card verification processes, custom holds and any other delay outside of our control.

WHAT HAPPENS IF I'M NOT HOME WHEN MY ORDER IS SHIPPED?

After an unsuccessful attempted delivery, a notice will be left at your address informing you which Purolator office it will be held at for the next 5 days. Your order will be rerouted back to us (662 Queen Street West) if it is not picked up within those 5 days.

Once your order is returned to the Orders Department you will be notified via email. You will have the option to re-ship your order (additional shipping fees will apply) OR 'Pick Up In Store' within 14 days.

CAN I PICK UP MY ORDER IN THE STORE?

You may choose the option to pick up the item in store if this option is more convenient for you. Simply, choose the delivery option as "PICK UP INSTORE" and your goodies will be ready for pick up when you receive an email notifying you that your package is now at the store. The notification email will be sent within 24-48 hours of your purchase, Monday - Friday. When you come to pick up your package, please have your I.D. and order number ready. Your signature will be required to release the package.

"PICK UP INSTORE" orders will be held for 14 days from the purchase date. If TSOQ is not notified for a time extension on pick up, and the order is not been picked up within the time frame, it will be deemed abandoned. The merchandise will be restocked and a refund will be issued.

*** If you wish to pick up your order in store on a weekend, your order must be placed by Friday at 12pm (noon). ***

PLEASE NOTE: All "PICK UP INSTORE" orders will be available for pick up at The Store On Queen location:

662 Queen Street West

Toronto, Ont.CA

M6J 1E5

**For details on the Return Policy please refer to the 'RETURN/EXCHANGES' section of this page.**

WILL I GET CHARGED FOR TAXES / DUTIES?

We are required to collect local HST sales tax in Ontario for all local orders. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

The Store on Queen [TSOQ] cannot control and take responsibility for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country.

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees. It is at the sole discretion of custom agents to release your package. Note, in rare occasions custom agents may delay delivery of some packages.

If you refuse a shipment from The Store on Queen [TSOQ], you are responsible for the original shipping charges, any import fees, duties and taxes that are incurred on the package, and the cost of returning the package to The Store on Queen [TSOQ]. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

SHIPPING DELAYS DURING SALE PERIODS & PUBLIC HOLIDAYS

Due to the huge response we receive during sale and promotional periods, there are times where we will be unable to ship your order within 24-48 hours. Please allow additional days for the processing of your order during these sale periods, as well as any public holidays when our dispatch centre is closed.

DO YOU OFFER ANY PRICE MATCH / ADJUSTMENTS?

We are unable to offer price match/adjustments for temporary promotions or discounts. Promotions or discounts cannot be applied retroactively to orders placed before the promotion discount was activated.

CAN I CANCEL / CHANGE MY ORDER?

Unfortunately, we are unable to modify your order once it is placed. We apologize for any inconvenience and will do our best to assist you.

RETURNS & EXCHANGES

We want you to love what you ordered online!

It's simple! You may return your purchase within 14 days of receiving it. You must obtain an RA number before shipping your return to the Orders Department. We do not provide a return label and you are responsible for return shipping costs.

These items must be in their original condition unworn, unwashed, not damaged. Any returns worn, washed, damaged, not in original condition, will be rejected. Returns made within 14 days of receiving your merchandise, will be inspected for approval, and you will be notified once the refund has been processed. Please allow 30 days for your return to be processed.

While you wait for your return to be process. You can purchase the correct size/colour/style you want instead. Returns cannot be made in person in the store and must be shipped to our orders department.

2. Place it in your secure shipping container, clearly identifying Name, Order Number and RA number.

3. Email the Orders department the Tracking number of the returning package.

4. Make sure that there are no other shipping or tracking labels attached to your package.

5. Use a trackable and insured shipping method with signature option. We cannot accept COD returns OR returns without RA number and they will be refused upon delivery.

Please note: The Store on Queen [TSOQ] is not responsible for any returns that are lost or stolen while in transit.

6. Clearly display your order number and RA number on the return label.

7. Mail your return to:

TSOQ/SUMWEAR

Attn: Orders Department

662 Queen Street West

Toronto, Ont.CA

M6J 1E5

**PLEASE NOTE: All sale, intimates, bodysuits, and accessories are final sale and are not qualified for any exchanges or refund.

This Return Policy does not apply to any in store purchases or any online orders that are picked up in store. All purchases made in store are NON-REFUNDABLE (including online orders that are picked up in store), and qualify for exchange only within 7 days. Items must be in their original condition unworn, unwashed, with tags attached, not damaged. Any returns worn, without tags, washed, damaged, not in original condition will be rejected.

WHAT ARE THE NON-RETURNABLE / NON-EXCHANGEABLE ITEMS?

The following items are non-returnable/non-exchangeable. Credit will not be issued for the following:

All items purchased on sale.

Accessories.

Intimate apparel, swim suits and bodysuits

WHY WAS MY ITEM REFUNDED AFTER MY PURCHASE?

Due to the uncontrolled online traffic, some items are ordered simultaneously by multiple customers and the system will process the orders as first come first serve. Therefore, item(s) ordered may become out of stock after the transaction was processed and will be automatically refunded by our system.

HOW DO I GET IN TOUCH WITH THE TSOQ MARKETING TEAM?

We would love to hear your ideas! Please email your inquiries directly to our team atmarketing@thestoreonqueen.com.

WHO DO I TALK TO WITH BRAND/PRODUCT SUGGESTIONS?

This is your store! We want to know what you want to see in the shop! We look into all the brands and merchandise that cannot be found anywhere else! So if you have a suggestion of something you think we should have in the shop, email our buying team directly to buying@thestoreonqueen.com.